Technical Support Specialist (Hybrid) - GST
Role Details
Location: San Pedro Sula or Tegucigalpa
Work Setup: Hybrid
Support Channels: Phone, Chat, Email
About Us
At Crescendo, we engineer experiences that work—every time, everywhere, in real time.
We operate at the intersection of human expertise and AI-powered operations, helping global brands deliver customer support that is fast, reliable, and always on. But technology is only half of the story.
The other half is people.
We’re building a place where curiosity is a strength, problem-solving is a craft, and growth is intentional—not accidental. Here, your work doesn’t disappear into a queue. It moves systems forward, improves experiences, and shapes how global support actually works.
If you want more than “just a job,” you’ll feel the difference here.
About the Role
This isn’t a “copy, paste, escalate” support role.
As a Technical Support Specialist, you’ll be the person customers rely on when something breaks, slows down, or simply doesn’t make sense. You’ll step into complex situations, untangle technical problems, and turn confusion into clarity.
You’ll work across multiple channels and systems, but your real job is this: make technology feel simple for the people using it.
Some days you’ll be troubleshooting network or software issues. Other days you’ll be digging into logs, validating bugs, or working alongside engineering teams to prevent the same issue from happening again.
If you enjoy figuring things out, asking “why,” and staying calm when things get complicated—this is your kind of environment.
What You'll Do:
- Step into live customer issues across phone, chat, and email and bring clarity fast
- Break down technical problems into simple, actionable steps for users
- Troubleshoot across software, hardware, network, and application layers
- Dig deeper to find root causes—not just surface-level fixes
- Document solutions in a way that actually helps the next person (not just fills a field)
- Turn technical language into human language—always
- Keep conversations calm, structured, and solution-focused even under pressure
- Stay sharp through continuous learning on tools, systems, and updates
- Handle escalations with ownership, urgency, and precision
Who We’re Looking For
- 2+ years in technical support, IT support, or troubleshooting environments
- Based in San Pedro Sula or Tegucigalpa
- Real, hands-on experience troubleshooting software/hardware systems (not just ticket routing)
- Comfortable working with firmware, updates, and system configurations
- Strong analytical thinking—you connect patterns others miss
- Excellent English communication (C1/C2 level)
- Ability to explain complex ideas in simple, human terms
- Calm, steady, and structured under pressure
- Experience handling high-volume or fast-paced support environments
- Strong judgment in prioritization and escalation decisions
What You’ll Get in Return
- A hybrid setup that supports focus and flexibility
- Competitive compensation aligned with your experience
- Work that connects you to global teams and real-scale systems
- Generous paid time off to fully disconnect and reset
- Full benefits package (medical, dental, vision – country-specific)
- Structured learning paths and continuous technical development
- Exposure to modern tools, workflows, and global support operations
- A culture where growth is built into the work—not added on top of it
Company Culture Is At Our Core
Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.
- Care for others: Empathy is a key driver. When people thrive, so does the mission.
- Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
- Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
- Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
- Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.
Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.
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